Customer Service Advisor

Salary:

£25,400 per annum

Permanent, Full Time

Stoke-on-Trent, On-site

Customer Service Manager

Join Hometree and be at the forefront of transforming the residential energy landscape. Founded in 2015, Hometree began its journey in the home cover market. Today, we are spearheading the shift towards a future where home energy systems are decentralised, digitised, and reliant on renewable sources such as heat pumps, solar panels, batteries, EV chargers, and smart controls. This innovative approach is not just about sustainability;

it's about empowering homeowners to manage their energy more efficiently and cost-effectively, thereby setting new standards in energy consumption.

We operate across three dynamic divisions:

Financial Services: Here, you'll contribute to offering flexible financing options, that make it feasible for homeowners to embrace renewable energy technologies and make essential upgrades.

Energy Services: Be part of our extensive network of local installation businesses that equip homeowners with the cutting‑edge, sustainable energy solutions necessary for reaching net‑zero emissions.

Home Services: Help maintain the comfort and functionality of homes with comprehensive coverage plans that protect the essential hardware in the home.

At Hometree, we are committed to guiding UK homeowners on their journey towards more sustainable energy solutions, and we need passionate individuals to support them at every step. Join us during this exciting time, and play a pivotal role in a business that supports sustainable home ownership in alignment with their readiness and needs.

🏆 £85m+ Capital Raised - We’ve raised over £85m to‑date from leading global investors including Legal & General Capital and specialist energy VCs

🏆 5 Acquisitions - We've expanded our operations by acquiring four key companies across financing (Hometree Finance - formerly Bewarm), home cover (Your Repair) and energy services (Geowarmth, The Little Green Energy Company and IMS).

🏆
100k Homes Covered - We cover over one hundred thousand homes across the UK

🏆
250+ Employees - We have over 250 passionate employees transforming the industry across the Group, one home at a time

Your Repair, now part of Hometree as of 2023, was founded to provide high‑quality, customer‑focused home and boiler care plans across the UK. With years of expertise in plumbing and gas engineering, Your Repair offers fixed‑price plans that cover boilers, heating, plumbing, and electrical systems for homeowners and landlords alike. Our UK‑based, 24/7 support team ensures rapid response and peace of mind, while our no‑insurance approach means no underwriters or paperwork delays.

With flexible start dates, nationwide coverage, and long‑term, budget‑friendly pricing, Your Repair continues to be a trusted choice for reliable home maintenance and repair services.

As a Customer Service Advisor at Your Repair, you'll assist customers via phone, email, or chat, resolving complaints and answering inquiries with professionalism. You'll process orders, returns, and exchanges while maintaining accurate customer records. Collaborating with the team, you'll address issues, gather feedback, and help improve service quality, all while meeting high standards for responsiveness and customer satisfaction.

• Monday to Friday
  :
  Shifts between 8:00 AM - 7:00 PM (flexible hours within this range)
• Saturdays
  : 1 Saturday in 3, from 9:00 AM - 5:00 PM

• Customer Communication
  :
  Answer customer questions and provide assistance through phone, email, or chat in a friendly and professional manner.
• Complaint Resolution
  :
  Handle customer complaints or issues, ensuring they are resolved quickly and effectively, maintaining a positive customer experience.
• Product Knowledge
  :
  Learn and maintain basic knowledge of products and services to assist customers with inquiries and provide accurate information.
• Order Processing
  :
  Assist with processing orders, returns, and exchanges, ensuring customers’ needs are met in a timely manner.
• Customer Records
  :
  Update customer information and keep records accurate in the system.
• Tea…